At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. **Travel to Office expectations** For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role. The Role: Provider System Customer Success Managers are responsible for managing the Hospitals & Health Systems line of business and providing world-class strategic partnerships to their clients. This role will be a trusted advisor to the customer, ensuring a deep knowledge of the customers’ business to be able to provide value add solutions. Provider System Customer Success Managers must have health care domain knowledge as well as a strong understanding of how Hospitals and Health Systems work in order to create real solutions and provide consultative support. Clinical background or experience is an added bonus. Key Responsibilities - Drive and own Strategic partnerships with their clients and act as the primary point of contact for their assigned accounts - Act as a trusted advisor to our customers to drive adoption of our solutions and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value - Execute on product utilization to ensure customers achieve a significant return on investment, and help drive the overall customer adoption and success - Maintain customer engagement levels and support customer NPS scores - Maintain an understanding of Collective’s products & services, industry knowledge and trends to drive customer engagement - Coordinate with cross-functional teams to provide solution focused presentations and develop territory specific strategic plans - Reducing churn, both for organizations (logo’s) and products. - Revenue expansion and improvement of bookings metrics. - Other criteria as determined by CSM Leadership team. Required Experience: - Prior healthcare sales/account management experience - Exposure to health care organizations required - Strong written and verbal communication skills - Excellent organizational, project management & time management skills - Strong relationships, teamwork and collaboration capabilities - Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions - Post-secondary education required - Experience with EHR is a definite asset $85,000 - $95,000 a year At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canadian base salary range for this position is $85,000 - $95,000 + bonus + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canadian locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process. At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $95,400 - $106,000 + bonus + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process. PointClickCare Benefits & Perks: Benefits starting from Day 1! Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Parental & Caregiver Leaves Fertility & Adoption Support Continuous Development Support Program Employee Assistance Program Allyship and Inclusion Communities Employee Recognition … and more! It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

**What You’ll Be Responsible For (Outcomes)** **1. Ensure Accurate Order Processing** - Enter, track, and manage customer orders in QuickBooks/ERP with precision - Maintain accurate records, documentation, and reporting for every order **2. Streamline Documentation & Shipment Coordination** - Prepare export documents, packing lists, certificates, and shipping documentation - Coordinate with freight forwarders to ensure timely, error-free deliveries **3. Proactive Customer Communication** - Manage email correspondence with customers regarding order status, updates, and documentation requests - Resolve inquiries efficiently, providing clear guidance and follow-up **4. Reporting & Operational Insights** - Generate weekly operational reports highlighting order volume, shipping status, and any issues - Identify process gaps and propose improvements to enhance efficiency and accuracy

• Set the vision and strategic plan for the CX Services organization, with a focus on product adoption, customer outcomes, and business growth. • Architect and improve the post-sales customer experience by defining scalable lifecycle programs, engagement models, and customer success practices. • Lead the design, launch, and ongoing iteration of new and existing service offerings, including paid success plan approaches aligned to company goals. • Define and monitor key performance indicators for customer success/services, using data to evaluate program health and identify areas for improvement. • Lead and develop a high-performing CX Services Management team across distributed environments, including hiring, coaching, enablement, and performance management. • Partner closely with Sales leadership on renewal forecasting, account coverage, and growth planning to support retention and expansion. • Work across Product, Engineering, Support, Marketing, and Operations to align service delivery, resolve escalations, and improve the end-to-end customer experience. • Manage the commercial and operational aspects of the services portfolio, translating customer needs into practical offerings that deliver measurable value.

Job Title Philips Customer Project & Success Manager (all genders) Job Description In dieser Rolle hast du die Chance, den Erfolg innovativer, KI-gestützter ECG‑Lösungen aktiv mitzugestalten und den nachhaltigen Mehrwert für Krankenhäuser und Gesundheitssysteme in der DACH‑Region und Zentral- & Osteuropa sicherzustellen. Du begleitest Kunden ganzheitlich von der Implementierung bis zur langfristigen Nutzung, baust starke Partnerschaften auf und trägst maßgeblich zur Weiterentwicklung digitaler Gesundheitslösungen bei – mit einem klaren Fokus auf Deutschland und Polen. Die Stelle kann Remote aus Deutschland, Österreich oder der Schweiz besetzt werden. Dein Job: - End-to-End‑Implementierung & Projektmanagement Du verantwortest das Onboarding und die Einführung von Philips ECG‑Lösungen von Kick-off bis Go‑Live. Dabei koordinierst du interne Teams (u. a. Clinical, IT, Service, Sales) sowie externe Partner und Kunden, steuerst Zeitpläne, Risiken und Meilensteine und stellst eine hohe Implementierungsqualität sicher. - Customer Success & Kundenbindung Du baust langfristige, vertrauensvolle Beziehungen zu relevanten Stakeholdern auf Basis einer strukturierten Kundensegmentierung auf. Mit Fokus auf Pay‑per‑Use- und SaaS‑Modelle analysierst du Nutzungsdaten, Kundenzufriedenheit und klinische Ergebnisse, identifizierst Optimierungspotenziale und reduzierst aktiv die Churn‑Rate. - Wertsteigerung & Wachstum Du erkennst Upsell‑ und Cross‑Sell‑Potenziale (z. B. Monitoring‑Lösungen, Service‑ & Wartungsverträge) und arbeitest eng mit Sales und Marketing zusammen, um Account-Wachstum zu erzielen. - Regionale Zusammenarbeit & Strategie Du agierst als regionaler Ansprechpartnerin für Customer‑Success‑Themen in Deutschland, Österreich, der Schweiz sowie CEE, arbeitest eng mit lokalen Philips‑Teams zusammen und vertrittst Philips auf Kundenveranstaltungen, Workshops und Feedback‑Sessions. - Voice of the Customer Du bringst Kundenfeedback strukturiert in die Organisation ein und unterstützt kontinuierliche Produkt‑ und Prozessverbesserungen in enger Abstimmung mit anderen Customer Success Managern in Europa. Folgendes solltest du mitbringen: - Abgeschlossenes Bachelorstudium im Bereich Wirtschaft, Gesundheitsmanagement oder vergleichbar (Master von Vorteil) - Mindestens 4 Jahre Erfahrung in Customer Success, Projektmanagement oder der Implementierung von Healthcare‑ bzw. Clinical‑Software - Nachweisliche Erfahrung in der Steuerung komplexer B2B‑Implementierungsprojekte im Gesundheitsumfeld - Gutes Verständnis von Krankenhausprozessen, idealerweise im Bereich Kardiologie oder ECG‑Monitoring - Sehr gute Deutsch‑ und Englischkenntnisse in Wort und Schrift (Französisch, Italienisch oder Polnisch sind ein starkes Plus) - Strukturierte, proaktive Arbeitsweise mit hoher Kundenorientierung und Kommunikationsstärke - Projektmanagement-Zertifizierung (z. B. PMP) von Vorteil - Reisebereitschaft innerhalb der Region von bis zu 40 % Über Philips Als Unternehmen für Gesundheitstechnologie steht für Philips das Wohl aller an erster Stelle. Jeder Mensch, wo auch immer auf unserem Planeten, verdient eine erstklassige Gesundheitsversorgung. Die Gewährleistung von Patientensicherheit und Qualität ist oberste Priorität in unserer täglichen Arbeit. Daran glauben wir und dafür stehen wir morgens auf. Mach auch du den Job deines Lebens, um das Leben anderer zu verbessern. - Mehr über unser Business erfährst du hier. - Entdecke unsere reiche und bewegte Geschichte. - Erfahre mehr über unsere Vision. Wenn du an diesem Job interessiert bist, bewirb dich auch wenn du noch nicht alle Anforderungen erfüllst. Vielleicht bist gerade du genau richtig für diesen oder einen anderen Job bei Philips. Wir bei Philips fördern Chancengleichheit. Alle qualifizierten Kandidat:innen werden unabhängig von Hautfarbe, Religion, Alter, Geschlecht, sexueller Orientierung, nationaler Herkunft, Glaube, Staatsbürgerschaft, Behinderung oder Familienstand gleichermaßen in unserem Auswahlprozess berücksichtigt. Über unser Engagement für Diversität und Inklusion erfährst du hier. Weitere Informationen findest du in unserer Inclusion and Diversity Policy. Möchtest du mehr über unser Commitment zu den Menschrechten erfahren dann empfehlen wir dir diesen Bericht. #LI-FIELD